Pho Basil — Restaurant in Boston

i am a regular customer of theirs...

i haven't been here for a while though and i came to pay a visit here since i craved some pho. their service has changed drastically since last i came here. you have to put yourself on an online waitlist via barcode scan now in order to simply wait in line. what's funny is that there were clearly several empty tables, but they were having difficulties with their online waitlist software; they decided it is better to prioritize fixing their useless online system rather than sitting the customers down. there were about 9 of us waiting outside in the cold, haha. after being seated nobody checked on me if i am ready to order until the main waitress came back to check on me after additional 15 minutes. i was tolerant up until then. it was the way another waitress (who didn't even serve me) treated me during payment. i ordered pho and basil chicken which already amounted over 30 dollars. this thin angular lady in tight pony tail literally threw my card away onto the table when i selected no tip. she literally stared at the option i was selecting on their payment machine (no cordial privacy these days? huh) and she asked me with sharp tone why i am not paying tip. i decided not to be confrontational i simply put my card back in and paid what i came to pay for - my food! i told her politely that i am here to pay for the price as listed in the menu, and food was what i came here to pay for. at no point was i informed in the menu nor by spoken words there would be 'mandatory tip' (is that a thing?) she became extremely mad and told me derisively that if i am not going to pay for tip then i should just order to go. then she threw the receipt at me and stormed out. i find it a bit funny that these days there needs to be a mandatory 'reward' for a service that is simply required in serving food... since when have customer become employers to help waiters'/waitresses' wages? so are we supposed to get the food ourselves these day in order to be 'exempt' from tip? tip is an option for the customer to choose if they feel to express their gratitude for an exceptional service.... it is not up to the waiters/waitresses to demand... the etiquette in this establishment has obviously gone down. the food alone is expensive enough to pay...

i am a bit disheartened at how they've become and sadly they have lost a loyal customer.

but for those potential customers reading this review take this review with a grain of salt. they're food is still ok it's just compared to before, their service is quite uncomfortable. just expect to be pressured to pay more than what the menu says to pay... seems a dishonest business practice,...

Disappointing Experience with Poor Customer Service

We visited the restaurant and checked in online for a group of eight. On our way, we ran into two friends who wanted to join us. After a long wait of 45mins, when our number was finally called, we politely asked if we could add two more seats to our table. Since the check-in process is entirely online with no option to update the reservation—and no host available to assist—we had no way to adjust our booking in advance. Instead of accommodating us or even offering a solution, the staff outright refused, stating that they couldn’t add any chairs.

What made the experience even worse was that we offered to accommodate ourselves at the same table, only requesting extra chairs, yet the staff still refused in an unnecessarily rude and dismissive manner. It felt as though we were treated as an inconvenience simply because they usually have a waiting list. After long waiting in -ve temperature with strong winds, we faced this - We had no choice but to leave and find another restaurant.

A restaurant being full is no excuse to neglect the basics of good hospitality. No matter how popular a place is, treating customers with respect and humility is essential. If you’re looking for a place that values its customers, this is not it.

[Edit for owner's response]

Thanks for your response! We totally get that space is limited and last-minute changes can be tricky. We also never asked for an extra table, just two more chairs. We assumed that wouldn’t be a big deal, but clearly, we were mistaken. If it’s such a hard rule, maybe spell it out on the reservation form so guests don’t accidentally expect basic flexibility after long wait.

We even tried updating our reservation—because, believe it or not, we do like following rules—but the system wouldn’t allow it. (Feel free to double-check that before claiming otherwise.) If squeezing in large group is such a monumental challenge, maybe don’t allow reservations for up to 10 people? Just a thought. 😊 That way, guests don't get the false impression that the larger group are actually welcome. It helps you save your - "Too bad, not our problem" response.

Also, let me get this straight—you’re telling me that we were less important because a few other guests were waiting? So our reservation, our time, and our experience didn’t matter as much as theirs? Interesting approach to customer service.

A little effort, a little courtesy—really not much to ask. But hey, rules are rules, right? Hopefully, future guests will have better luck...

Pho Basil, located on Massachusetts Avenue, offers a delightful dining experience with its flavorful cuisine. One standout dish worth trying is their Khou Soi Ramen, which truly impressed with its amazing taste and enticing blend of flavors.

However, it's important to note that finding parking in the bustling Massachusetts Avenue area can be a bit challenging. The limited availability of parking spaces might require some extra time and patience. Nevertheless, the effort is definitely worthwhile for the culinary experience that awaits inside.

Upon entering Pho Basil, you may find yourself greeted by a cozy and intimate ambiance. The restaurant's popularity is evident, as there is often a queue for seating due to the limited space available. While waiting in line might be a slight inconvenience, it speaks volumes about the quality of the food and the restaurant's reputation.

Once seated, the anticipation builds as you peruse the menu filled with enticing options. The Khou Soi Ramen, with its rich and aromatic broth, perfectly cooked noodles, and tender meat, is a true standout. The flavors are well-balanced, and each spoonful offers a satisfying burst of taste that keeps you wanting more.

Aside from the Khou Soi Ramen, Pho Basil offers a wide selection of Vietnamese and Thai dishes to cater to different palates. From their refreshing summer rolls to the hearty pho soups and delectable stir-fried dishes, there is something for everyone.

The attentive and friendly staff at Pho Basil enhance the overall dining experience. Their knowledge of the menu and willingness to accommodate special requests adds an extra layer of comfort and satisfaction to the meal.

In conclusion, despite the minor inconvenience of parking and waiting for a table, Pho Basil delivers an overall fantastic experience. The exceptional taste of their Khou Soi Ramen and the variety of dishes available make it a must-visit for lovers of Vietnamese and Thai cuisine. The warm ambiance and attentive staff further contribute to the restaurant's appeal. Just remember to plan accordingly for parking and be prepared to wait a bit...